About Company
Comcast is a global media and technology company with two primary businesses, Comcast Cable and NBCUniversal. Comcast Cable is one of the nation’s largest video, high-speed Internet, and phone providers to residential customers under the Xfinity brand, and also provides communications services to businesses. NBCUniversal is a leading media and entertainment company. In Houston, Comcast operates extensively, providing essential internet, TV, and voice services to millions of homes and businesses, and is deeply invested in the local community. We pride ourselves on innovation, a commitment to diversity, equity, and inclusion, and delivering exceptional customer experiences. Join a team where your contributions are valued and you can make a real impact on our customers’ daily lives, connecting them to the moments that matter.
Job Description
Are you a natural communicator with a passion for helping others? Do you thrive in a fast-paced, online environment, providing swift and effective solutions? Comcast is seeking enthusiastic and dedicated individuals to join our team as Part-Time Online Chat Support Representatives in Houston, Texas. In this vital remote role, you will be the first point of contact for our valued Xfinity customers, addressing their inquiries, resolving technical issues, and guiding them through our services—all through our user-friendly online chat platform. This position offers the flexibility of part-time hours, allowing you to balance work with other commitments, while still being an integral part of a leading telecommunications company. You will play a crucial role in enhancing customer satisfaction by providing timely, accurate, and empathetic support, ensuring every customer interaction is positive and productive. We’re looking for someone who is tech-savvy, a problem-solver, and genuinely enjoys making a difference for customers from the comfort of their home office. You’ll handle a variety of customer questions related to billing, service activation, technical troubleshooting for internet, TV, and voice services, and general account management. Comprehensive training will be provided to ensure you are fully equipped to excel in this role. If you are passionate about customer service and ready to contribute to a dynamic team, we encourage you to apply! This is an excellent opportunity to grow your customer service career with a company that values its employees and the communities it serves.
Key Responsibilities
- Engage with Xfinity customers via online chat to provide prompt and accurate assistance regarding products and services.
- Resolve customer inquiries related to billing, service changes, technical support (internet, TV, voice), and account management.
- Guide customers through troubleshooting steps for common service issues, empowering them to resolve problems independently.
- Effectively communicate complex information in a clear, concise, and easy-to-understand written manner.
- Identify opportunities to upsell or cross-sell relevant products and services when appropriate, enhancing customer value.
- Maintain a high level of professionalism, empathy, and patience in all customer interactions.
- Document all customer interactions and resolutions accurately in the CRM system.
- Collaborate with team members and escalate complex issues to senior support staff as needed.
- Adhere strictly to company policies, procedures, and service level agreements (SLAs).
- Participate actively in ongoing training and development programs to enhance product knowledge and support skills.
Required Skills
- Excellent written communication skills with strong grammar, spelling, and punctuation.
- Proficiency in navigating multiple computer applications and systems simultaneously.
- Strong problem-solving abilities and a keen eye for detail.
- Ability to work independently in a remote environment with minimal supervision.
- Comfortable with technology and quick to learn new software.
- Customer-focused mindset with a genuine desire to help others.
- Reliable high-speed internet connection and a quiet, distraction-free home workspace.
- Availability to work a part-time schedule, which may include evenings and weekends.
- Previous experience in a customer service role (6+ months preferred).
Preferred Qualifications
- Previous experience in online chat support or a call center environment.
- Familiarity with telecommunications products and services (Internet, TV, Phone).
- Experience with CRM software (e.g., Salesforce, Zendesk).
- High school diploma or equivalent; some college coursework preferred.
Perks & Benefits
- Competitive hourly wage.
- Flexible part-time schedule.
- Comprehensive paid training program to set you up for success.
- Employee discounts on Xfinity products and services.
- Opportunity for career growth and advancement within a large, stable company.
- Access to employee assistance programs and wellness resources.
- The convenience and flexibility of working from your home office.
How to Apply
Ready to make a difference in customer lives? We encourage you to click the application link below to submit your resume and cover letter. Please ensure your application highlights your exceptional written communication skills and your experience in customer support. We look forward to reviewing your application and potentially welcoming you to the Comcast team!